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PROFESSIONAL SUMMARY Learning & Talent Development professional with experience of leading enterprise learning operations, capability-building initiatives, and people development strategies across IT Services, BPO, BFSI, Ecommerce, Logistics, and Customer Experience. Proven success in developing scalable upskilling strategies that deliver impactful solutions within highly regulated environments requiring strict compliance and quality assurance. Demonstrated expertise in collaborating with business leaders and cross-functional teams, conducting Training Needs Analysis (TNA), and driving learning transformation initiatives aligned with organizational objectives. Proficient in full-cycle LMS administration, learning analytics, quality assurance, audit readiness, and designing data-driven interventions that elevate learning effectiveness, improve operational performance, and deliver measurable business outcomes. PROFESSIONAL HIGHLIGHTS 15+ years of professional experience, including 10+ years in Learning & Talent Development. 2,500+ professionals trained and coached across B2B, customer support, and technical operations. 2,000+ hours of instructor-led and virtual learning delivered across onboarding, technical, behavioral, sales, and professional development programs. 10+ years partnering with business leaders, SMEs, and cross-functional stakeholders to design and deliver strategic learning solutions aligned with business priorities and organizational objectives. 4+ years of Instructional Design experience developing ILT, VILT, and digital learning solutions. KEY ACHIEVEMENTS Reduced quarterly training labor expenses by 70% while maintaining 95% billable accuracy through process optimization and resource planning. Improved CSAT scores by 20–30% through targeted coaching, performance interventions, and continuous capability development across multiple projects. Managed performance improvement programs across multiple delivery centers, improving quality, training effectiveness, governance standards and learner experience. WORK EXPERIENCE Senior Training Lead Wipro August 2025 - February 2026 Led training operations and capability development initiatives supporting approximately 120 learners while partnering with business stakeholders to continuously improve operational performance. Designed executive learning dashboards and performance analytics that enabled data-driven decisions, identified skill gaps, and informed continuous curriculum improvements. Conducted classroom observations, facilitation audits, and coaching interventions to enhance trainer proficiency and learner engagement while maintaining reporting and governance. Directed trainer development through structured coaching, mentoring, Individual Development Plans (IDPs), and performance interventions that strengthened facilitation quality and learner outcomes. Sr. Instructional Designer Tech Mahindra Allyis February 2024 - August 2025 Collaborated with SMEs and business stakeholders to translate organizational priorities into learner-centered, blended learning experiences across instructor-led, virtual, and digital formats. Designed and developed web-based, instructor-led, and eLearning solutions using Articulate 360, Camtasia, and AI-enabled tools to meet precise business needs. Executed Training Needs Analysis and partnered with stakeholders to create learning programs aligned with business objectives and performance outcomes. Implemented assessment frameworks, benchmarking exercises, program evaluations, and performance analytics to identify skill gaps and recommend targeted interventions. Facilitated MCAPS Academy sessions and mentored team members through structured feedback, performance analysis, and actionable recommendations. CX - Case Management Maersk GSC March 2023 - February 2024 Owned full-cycle operations and partnered with international logistics hubs to resolve high-priority, multi-region escalations. Utilized analytical problem-solving and stakeholder management skills to drive service excellence and operational effectiveness. Inaugural STAR and GEM Awards winner for excellence in customer service and contributions to operational goals. Instructional Designer Radial Inc. July 2020 - January 2023 Demonstrated strong financial and resource management by reducing quarterly training labor expenses by 70% while maintaining 95% average billable accuracy. Administered system-wide LMS (Saba) operations, preparing classes, and utilizing tracking dashboards and data analysis reports to drive strategic decisions. Designed learner-centered curricula, facilitator guides, participant materials, digital learning assets, and assessment strategies supporting enterprise development initiatives. Leveraged performance data and learner feedback to continuously improve learning effectiveness and business outcomes. Sr. SSQA / Acting Team Lead CSS Corp May 2015 - July 2020 Supervised structured classroom observations, calibration sessions, audits, and performance reviews to maintain quality standards. Collaborated with Operations, Clients, MIS, and ISO teams to establish quality benchmarks and drive continuous improvement initiatives. Improved CSAT scores by 20–30% across multiple projects through targeted coaching, refresher training, and performance interventions. Served as Acting Team Lead, managing team performance, delegating responsibilities, communicating priorities, and overseeing multiple concurrent projects. Conducted transaction audits, coaching sessions, New Hire Training, and TNA-driven refresher courses to maintain operational excellence. Supported workforce development initiatives through mentoring, capability building, and succession readiness activities. PRIOR PROFESSIONAL EXPERIENCE Sr. CSE (CC) - Barclays Mortgage Serco BPO Pvt. Ltd. May 2013 - April 2015 Sr. CSE (Underwriter) - Barclays Mortgage Intelenet Global Services July 2011 - November 2012 Associate of Front Office The Raintree Hotels April 2010 - January 2011 CORE COMPETENCIES Strategic Leadership & Team Management, Learning Strategy, Talent Development, Learning Portfolio Management, Learning Operations & Governance, Training Needs Analysis (TNA), Performance Coaching, Learning Analytics & Dashboard Reporting, Stakeholder Engagement, Instructional Design, Quality Assurance & Continuous Improvement LEARNING SYSTEMS & TOOLS LMS & Learning Platforms: Saba LMS, Cornerstone, SAP SuccessFactors, Moodle Content Development: Articulate 360 (Storyline & Rise), Camtasia, iSpring Talk Master, AI-enabled Learning Tools, and MS Office Suite (Advanced Word, Excel, PowerPoint) Analytics & Reporting: Advanced Excel, Smartsheet, KPI Dashboarding, Learning Analytics, MIS Reporting EDUCATION & CERTIFICATIONS BBA - Manonmaniam Sundaranar University (TN, India) - 2014 Diploma in Tourism & Hospitality Management - Nanyang Institute (Singapore) - 2010 B. Tech Coursework in ECE - SRM University (TN, India) - 2005 - 2009 Six Si